Myra Golden

MARCH 22, 2023

My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the globe. And now, I, the Customer Service & De-escalation Expert, had to own my mistake and put my 3R De-escalation Method into practice. I feel icky writing this post. But something went wrong.

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Myra Golden

MAY 7, 2020

They’re likely seeing a rise in customer frustration. Here are some engagement ideas I’m hearing from people in my virtual workshops. They need contact, connection, and communication – and the break from serving customers. Make sure you get employees off the phones and chat dashboards at least once weekly. They need to exhale.

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Myra Golden

SEPTEMBER 17, 2020

We have to give customers a lot of bad news these days. As a result, we are no longer supporting customers over chat.” ” “Due to our COVID-19 safety measures, we now have to push your service appointment out two weeks.” Delivering bad news doesn’t have to be hard for you or your customer.

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Myra Golden

MARCH 6, 2017

The night before a workshop I delivered last week in Charleston, SC I called the Mellow Mushroom for delivery. He made me feel completely comfortable with my many customizations. Are your people adding value to your company through their interactions with customers? It’s a grocery delivery service, basically.

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Myra Golden

JULY 10, 2019

All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. Focus questions help you, help your customer to focus on why they’ve called you. Ask Questions That Are Easy For Your Customers to Answer.

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Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more Myra’s customer service eLearning.

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Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr. Learn more or try for free.

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Myra Golden

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. And, it’s the same with customers. Now I didn’t always do this.

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Myra Golden

APRIL 13, 2020

We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now!

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Myra Golden

DECEMBER 19, 2017

I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. the customers said. I was glad Beverly got this customer and not me.

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Myra Golden

AUGUST 27, 2018

For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word.

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Myra Golden

MAY 7, 2019

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask. What’s Your Customer’s Panic Question?

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Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. The wrong words can cause dis-ease in customers, or leave customers thinking you don’t care. Customers, especially if they happen to be angry, need options. I’m fine.”.

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Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

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Myra Golden

NOVEMBER 2, 2016

One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases that I share in my training sessions for use in our role-plays – and in real life with customers. Learn more or try for free.

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Myra Golden

DECEMBER 13, 2018

You’re either serving customers, or you’re serving someone who serves customers. I want to talk to you about how to fulfill your responsibility of serving, particularly when it comes to your co-workers – your internal customers. I do an exercise in my workshops using a 12-foot pole. Work together.

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Myra Golden

FEBRUARY 14, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Using the “because” tactic, you can increase the chances of a customer accepting your word as final. Customers are still upset.

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Myra Golden

DECEMBER 17, 2018

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. More than anything else, customers want help.

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Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers). Open with a lead-in. Good morning. This is Penny.

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Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

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Myra Golden

MARCH 18, 2019

While sipping a Bloody Mary, I reviewed a random sample of phone calls ahead of a workshop I’m delivering for a medical clinic in Los Angeles in a couple of weeks. I want to talk to you about your tone of voice with customers because this is the biggest problem I picked up on the recordings today. Authoritative. Unapologetic.

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Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. To mitigate against our replaceability, we have to constantly assess what produces value in an ever-changing marketplace of customer wants, needs, and desires. Together my clients and I look for what serves their customers best. Master the Machines.

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Myra Golden

JUNE 13, 2017

Have you ever checked out my onsite training workshops? Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away with something new, and all of us feel we could have sat and listened to her for days! ”.

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SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

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Myra Golden

SEPTEMBER 28, 2017

In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy I’ve heard (and felt) to inspire them to come up with their own empathic responses. We appreciate customers who let us know when things aren’t right. Thanks for taking the time to let us know.

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Myra Golden

DECEMBER 10, 2018

Do you make things right after service failures? Your customers want friendly employees, but more than that, they want reliability and for you to stand by your word. If you’re not a dollar store, there’s an excellent chance your customers prefer quality and performance over super cheap. Are you reliable?

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Myra Golden

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective. Start, Stop, and Continue.

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Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. Not only that, but my agents were overwhelmed.

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Myra Golden

NOVEMBER 15, 2018

One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this.

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Myra Golden

MAY 1, 2018

I’ll spend this afternoon, and much of this week developing a fully customized training class for this company. In two months, I’ll fly out to Montreal to facilitate the workshop. When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?”

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Myra Golden

NOVEMBER 14, 2017

In my all-new Telephone Skills e-learning course , I teach your employees how to put customers at ease and build rapport over the phone by acknowledging their customer’s concern, just like the lady at American did for me. you are asked to actively participate in each module, and there are action items you take away.”.

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Myra Golden

MAY 29, 2018

I’m sipping black tea and listening to classical music while I custom design a customer service workshop for a utility on the east coast. You’re about to learn how to deliver bad news with confidence and in such a way that you minimize backlash from customers. Acknowledge how hard this is for the customer.

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Myra Golden

FEBRUARY 12, 2018

If a customer senses you are defensive, rude, or unhelpful, it is natural for them to push back. In a live De-escalation workshop recently, I had my audience divide up into pairs. Pushing back, when someone pushes against you is what most of us do, including your customers. Telling a customer they are wrong.

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Myra Golden

JULY 25, 2017

If your customer is raising his voice, cutting you off, or is clearly upset, he is stuck in the right side of the brain. To help this customer calm down, you’re going to have to move him to the left side of the brain. What you want is for your customer to operate in the left side of their brain, or their logical side.

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Myra Golden

JULY 1, 2019

A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. Here are 6 keys to guiding you through exactly how to teach first-time users to master self-service in your library branch or retail store. Let me show you.”.

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Myra Golden

SEPTEMBER 24, 2018

His assumption led to me having a very poor customer experience. In my customer service workshops, I teach your employees how not to make assumptions, and I explain this concept in an unforgettable way. He assumed he knew what I needed without asking me any follow-up questions. And it’s easy using this short video.

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CSM Magazine

APRIL 23, 2021

Accelerated by the pressures of Covid-19 and enabled by digital, brands are trying to respond to the ongoing challenge of commoditisation by moving from transactional to long-term value driven relationships with customers. The strength and resilience of service brands. Domino’s is a product brand in a fairly commoditised category.

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